ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help. Here are my top five picks from last week. Surgeon General report. Connect with Shep on LinkedIn.

eBook 58

eBook Customer Service Tips Survey 58

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. There’s a difference!

Entertainment 87

Entertainment Sports Customer Service Training Training 87

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). Do Your Customers Feel Honored?

Customer Service 70

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 70

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. What Makes Good Customer Service?

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers.

Customer Service 110

Customer Service Call Center Feedback Culture 110

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. Just look at this group of predictions from Forrester. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. They make sense.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? It’s baked in the culture.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience.

Customer Service 103

Customer Service Retail Airlines Social Media 103

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Allowing customers to connect with your team in a human way is what keeps them happy and coming back.

Culture 52

Culture Training Customer Satisfaction Software 52

ShepHyken

NOVEMBER 21, 2023

Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups. First-class passengers and higher-level frequent fliers won’t notice, but there will be a change once Group 4 is called. Always look for improvement. Connect with Shep on LinkedIn.

Airlines 85

Airlines Customer Journeys Groups Customer Service Training 85

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Each group should be monitored against business metrics.

Strategy 235

Strategy Customer Experience How To Effort Score 235

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various resources. 15 Customer Experience Trends for 2018 by Bruce Temkin. Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. Just ask Disney. by Page Grossman.

Customer Service 0

Customer Service Trends Culture Advertising 0

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.

Company 40

Company Customer Service Call Center Telecommunications 40

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. And not only that, happy and loyal customers do more than come back.

Customer Service 82

Customer Service Airlines Employee Engagement Rewards Programs 82

Michel Falcon Experience

JANUARY 16, 2020

Why Doesn’t Every Company Have a Customer Experience Strategy? Just like any financial endeavor, when you invest in customer experience strategies to improve your customer service, user experience, call center and more, the results take time. Do you have plans to host a customer journey mapping workshop this year?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

DECEMBER 26, 2018

Customer service: You love the way they treat you. The culture: This is the kind of organization you want to be affiliated with. The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Customer Service 97

Customer Service Airlines Chatbots Resources 97

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

Customer Service Training 153

Customer Service Training Feedback Groups Customers 153

The DiJulius Group

NOVEMBER 4, 2021

Whether you’re launching a new customer experience strategy or you need to revisit and reinvigorate some of your existing customer service training, it is vital to add a customer service certification component. These will not only dramatically increase the retention of your customer service training.

Gamification 59

Gamification Customer Experience How To Customer Service Training 59

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. The reason is simple.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Vonage

APRIL 6, 2016

Once again, rate the quality of service you receive. I’ll bet the service you get from the second group of calls is friendlier, more thorough and uplifting for you – and for the service provider. This little exercise shows how easy it is to improve customer experience by adding a personal touch. Your Service.

Customer Experience 120

Customer Experience Exercises Connections Culture 120

ShepHyken

DECEMBER 11, 2017

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. How To Tackle Difficult Customers and Earn Their Trust by Michael Spicer.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. We ask the audience to shout out the traits of someone who would be good at customer service. All of the above and more.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

Customers That Stick

OCTOBER 23, 2014

This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T. Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. Day Two: Customer Experience and Engagement.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

Comm100

JUNE 26, 2018

Many companies have now started to realize that excellent customer service is essential to the success of the business. The question though, is how you go about training your teams to achieve those goals. Their focus should be on the individual or a group of individuals and the benefit that they can get from improving.

How To 109

How To Training Culture Customer Service Training 109

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

Comm100

OCTOBER 30, 2017

This is a situation where it’s perfectly acceptable to stalk your customers’ Facebook page to get an idea of what they’re into. Are they subscribed to every baking-related group out there? Twitter can be a social media goldmine for thoughtful gift-givers, giving you 140-character glimpses into what your customer likes.

Fashion 212

Fashion eBook Social Media Customers 212

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” That person delivers Amazement within the larger group, which may not necessarily be operating at the same standard as he or she is. It’s very much appreciated by customers. That force is positive.

Airlines 83

Airlines Customer Focused Customer Service Training Culture 83

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

NOVEMBER 3, 2017

The truth is that you can’t successfully apply a blanket social media training approach to everyone who will be participating in your social media strategy – the ideal team is going to have participants from many departments involved, fulfilling different functions. Training should also cover social media best and worst practices.

Social Media 117

Social Media Course Training Marketing 117